Service Desk Support Resume Samples
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Service Desk Support Resume Samples
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AM
A Murazik
Ariane
Murazik
65184 Aletha Rue
Chicago
IL
+1 (555) 931 8349
65184 Aletha Rue
Chicago
IL
Phone
p
+1 (555) 931 8349
Experience
Experience
San Francisco, CA
Service Desk Support
San Francisco, CA
Balistreri, Yost and Schimmel
San Francisco, CA
Service Desk Support
- Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
- Provide technical support involving desktop, laptop, hand held devices, network hardware or network services
- Provide escalated support for enterprise applications and network related issues
- Assist in the delivery of training programs in collaboration with Application and Network Technologies
- Demonstrates commitment to the development, implementation and effectiveness of Alere Quality Management System per ISO, FDA, and other regulatory agencies
- Basic knowledge of deployment, configuration and troubleshooting of workstation hardware and software
- Perform other duties and projects as assigned
Chicago, IL
Service Desk Support Analyst
Chicago, IL
Vandervort-Dibbert
Chicago, IL
Service Desk Support Analyst
- Answering incoming calls / chats/ web tickets and providing technical assistance following established procedures and guidelines
- Configure, deploy, and train on standard end user stand-alone and network connected systems to end user’s satisfaction
- Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
- Work with business partners to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system
- Provides first line application support including trouble shooting of issues and performing initial investigation
- Remains informed of job-related issues through networking, training programs, seminars and trade publications
- Familiar with ITIL processes and framework.ITIL v3 or 2011 certification a plus
present
Phoenix, AZ
Service Desk Support Specialist
Phoenix, AZ
Langworth-Turcotte
present
Phoenix, AZ
Service Desk Support Specialist
present
- Working knowledge of VTC technology, telephonic technology, network technology
- Follows company policy and procedure to continually improve the quality of customer service and technical serviced provided by the Desk-side personnel
- Logs all work performed for end-users in call tracking systems
- Draw upon working knowledge of computers, printers, laptops, and common windows applications
- Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Support Desktop and Laptop users and solve the more complex problems with Microsoft and other deployed software
- Perform basic first-level troubleshooting to identify causes and recommend remedies to users
- Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident
Education
Education
Bachelor’s Degree in Information Technology
Bachelor’s Degree in Information Technology
Arizona State University
Bachelor’s Degree in Information Technology
Skills
Skills
- Strong ability to problem solving
- Good organizational skills; ability to juggle multiple concurrent requests
- Proficient in all Microsoft's currently supported Operating Systems
- 3) Great attitude and personality
- Excellent verbal and written communication skills
- Ability to create innovative solutions, add value to the team in terms driving new ideas and possess a forward thinking, strategic mentality
- Has ability to communicate effectively and tactfully with all levels of personnel
- Basic understanding of routers, switches, firewalls, and telecommunications specifically, VoIP phones
- Ability to display a positive customer centric attitude
- Ability to clearly translate technical issues in simple non-technical terms
15 Service Desk Support resume templates
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1
Service Desk Support Agent Resume Examples & Samples
- Part of the Service Desk & Depot team in support of Ambulatory service lines across the United States working in a fast paced environment
- Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of hardware, printer, network connectivity, Citrix, and clinical application issues reported via telephone
- Hardware warranty and support
- Partner with technicians and third party vendors to obtain results to complex technical issues – helps other deliver results within defined timelines
- Participate with leaders to determine focus areas for team's technical improvement
- Coaches/mentors less experienced agents
2
Service Desk Support Resume Examples & Samples
- Extensive experience with patch management, remote imaging, application deployment, inventory/asset management, anti-virus protection
- Able to drive detailed design planning, development and deployment of a standard desktop infrastructure including OS, application packages and the associated security requirements
- Basic understanding of routers, switches, firewalls, and telecommunications specifically, VoIP phones
- Must be able to pay close attention to details and understand written and oral instructions
- Bachelor’s degree - preferably in Computer Science or related field or equivalent experience
3
Service Desk Support Specialist Resume Examples & Samples
- Perform basic first-level troubleshooting to identify causes and recommend remedies to users
- Create, respond to, and update service requests, as required by the Service Desk
- Assist in creating written/verbal instruction guides for users, as well as updating the Knowledge Base
- Maintain expert knowledge of services and support provided by the Service Desk
4
Temp-service Desk Support Resume Examples & Samples
- Extensive experience with POS systems, Micros a plus
- Ability to create innovative solutions, add value to the team in terms driving new ideas and possess a forward thinking, strategic mentality
- Experience with Active Directory, WSUS and group policies objects
- POS experience required
5
Service Desk Support Specialist Resume Examples & Samples
- Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of Remedy preferred)
- Service Desk analysts are required to earn ITIL v3 Foundations Certification within 60-90 days of hire date
- ITIL Certification Preferred
6
Service Desk Support Analyst Resume Examples & Samples
- Provide front line technical support to the Bank by responding to incidents and requests reported by users through multiple channels; voice, email, IM, social media, etc
- Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills
- Provide highest levels of availability within the ACD system during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable agents to consistently deliver effective results and to ensure the highest level of productivity and user satisfaction
- Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 2010, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 2010, Active Directory and Exchange, XP and Win7 operating systems, etc. and engage escalation support processes in a timely fashion using sound judgment and self-initiative
- Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support
- Strive to achieve resolution of all interactions on first call whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment
- Perform duties & responsibilities specific to department functions & activities including but not limited to: timesheets, special projects, meetings with staff and 1:1’s with supervisors
- Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
- Must demonstrate mature interpersonal and communication skills and behaviors
- Experience successfully delivering technical support via telephone in a high-call volume environment is strongly desired
- Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users
- Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment
- Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus
- Requires the ability to learn to effectively triage core banking applications and know when to escalate
- Requires the ability to attain a general knowledge of all bank operations
- Requires the ability to exercise a reasonable amount of independent judgment
- Must support the team, share knowledge, ask questions and act continually on behalf of service improvement
- Must possess problem solving and troubleshooting skills related to Windows XP, Windows 7 operating systems, Microsoft Office 2010 applications, Active Directory, Exchange, Peripherals, PC, Laptop, Network, and IP Phone systems
- Experience working with an enterprise-class incident/request ticketing system desired (Service-Now a plus)
- Knowledge of using Ghost imagining software a plus
- Remains informed of job-related issues through networking, training programs, seminars and trade publications
- Attend weekly team meetings and scheduled group- and firm-wide meetings
- Work designated shift between 7:30AM PDT and 7:00PM PDT weekdays, designated weekend shifts (Saturday and/or Sunday), and on-call when assigned
- Perform other duties when assigned
7
Service Desk Support Manager Resume Examples & Samples
- 5+ years Service Desk operations and management experience
- Strong problem solving, organization and project management skills
- Experience in building/leading 24X7 global support operations
- Strong skills in process, documentation, and change management
- Expert knowledge with Microsoft, MAC, networking, and A/V equipment
- Experience with setting end user standards. (Laptops, mobile devices, peripherals, etc.)
- Experience leading teams who support a wide range of mobile devices
- Ability to take initiative and work independently, as well as part of a global team
- Willing to work after hours and weekends as required (on-call)
8
Manila Service Desk Support Agent Resume Examples & Samples
- Receive and initiate provision of service for end user reported incidents and service requests via phones, voice mail, and online channels
- Follow and apply defined effective incident and service request case documentation and management
- Ensure all case documentation is accurate, complete, and professional
- Resolve or escalate all reported incidents and service requests by utilizing available problem determination techniques, technical support knowledge documentation and service management procedural resources
- Educate end users on defined incident prevention and self-resolution opportunities
- Work with your peers in sharing discovered knowledge and known issues
- Assist in the advancement of support knowledge through knowledge feedback processes
- Verbal and written fluency in English and Mandarin
- Minimum of skill boarding 25 wpm. Basic Word processing, e-mail and Internet skills, along with other relevant system competencies
- Basic understanding of industry standard technology
- Good time management, organization, and priority skills
- Understanding concepts of quality control and assurance guidelines
- Proven ability to create and establish effective working relationships to impact and influence team members, peers, and management
- Ability to assimilate data from various sources
- Ability to display active listening and verbalize empathy
- Ability to recognize necessary action to take based on end user reported symptoms, related incident documentation and technical knowledge libraries
9
Service Desk Support Specialist Resume Examples & Samples
- Provide first contact and incident resolution to customers with hardware, software, and application problems
- Provide telephone, deskside, walk-in, and Tier 1 support
- Respond to electronically submitted requests
- Resolve as many incidents as possible during the first contact
- Efficiently escalate incidents as required
- Draw upon working knowledge of computers, printers, laptops, and common windows applications
- Provide answers to frequently asked questions or solutions to problems as part of a customer self-help capability
- Associate’s degree in computer science or related field and/or 3 years of relevant experience
- 2 years of experience with Remedy ITSM Suite or similar trade tool
- 3+ years of experience in a Windows, Linux, or UNIX based infrastructure
- 3+ years of experience with IT Service Desk
- Excellent documentation skills and customer service
- Working knowledge of VTC technology, telephonic technology, network technology
10
Service Desk Support Analyst Resume Examples & Samples
- Answering incoming calls / chats/ web tickets and providing technical assistance following established procedures and guidelines
- Routing more advanced problems outside of established guidelines or scope to the appropriate support group
- Utilization of the Knowledge base,ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database
- Acquiring and maintaining knowledge of relevant IT services/ application offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users
- Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions
- Flexibility to adapt to schedules within same shift or to a different shift in case required
- Should possess or currently studying Bachelor's degree in Information Technology and/or Information Systems or other IT related discipline
- Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio
- 90% proficient on English (Written and oral)
- Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to a changing environment
- Excellent listening and communication skills, customer service and interpersonal skills
- Fast learning and well developed analytical thinking and problem solving skills
- At least 2 years of experience working on a technical support environment
- At least 1 year of experience in working on a call center environment
- Proficient on Portuguese will be considered a plus
- Experience working with Avaya Call Center Solution
- Technical and /or functional knowledge of Lotus Notes
- Advanced technical knowledge in Office 365, One Drive, Active Directory
- In-depth knowledge on Apple /iOS devices
- Intermediate to advanced knowledge on Networking, Share Point and Remote connectivity, including VPN
- Excellent interpersonal, written and team collaboration skills
- Knowledge and /or certification on a Service Management framework such as ITIL
11
Clinical Service Desk Support Specialist Resume Examples & Samples
- In this position you will diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues reported via telephone. You will work closely with clinical application subject matter experts to resolve end user issues
- Provide exceptional customer service via service desk phone support with goal of first call resolution
- Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization and resolution of clinical application issues via telephone
- Work closely with clinical subject matter experts to resolve end user issues
12
Line IT Service Desk Support Resume Examples & Samples
- Respond to 1st Line Service Desk tickets and phone calls efficiently and within agreed timelines to ensure prompt resolution for the user base
- Timely evaluation of tickets and phone calls and escalation to 2nd Line support where necessary
- Maintain a high quality customer facing IT services to ensure maximum availability to the company
- Set up new starter PC’s and other IT equipment as necessary before new starter commencement
- Building PC’s and other equipment as necessary
- Maintain Ultra Electronics printer fleet and raise calls with 3rd party support within agreed timelines after an issue is raised
- Complete user moves and changes as required within agreed timelines
- To register, maintain and audit IT Software & Hardware assets in agreed formats
- To register, manage and monitor IT consumables to ensure continuous smooth running of the business from an IT perspective
- Manage security of information as defined in the Security manual
- Experience of working within a Windows environment in a similar role
- MS Office support experience
- Windows 7 & 8 Support
- Active Directory administration
- MS Exchange 2010 administration
- Knowledge of low-level network & server infrastructure
- Strong prioritisation and task management
- Ability to be able to obtain SC security clearance
- Approachability - Easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant and gracious
- Customer Focus - Dedicated to meeting the expectations and requirements of internal and external customers
- Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment
- Learning on the Fly - Learns quickly when facing new problems
- Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups
- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions
- Time Management - Uses his / her time effectively and efficiently
13
Service Desk Support Level / Tier Resume Examples & Samples
- Providing service desk support to client service desks and business users
- Handle inbound level II & III technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures via email, phone, or other methods; for clients that do not work on site
- Delivering technical support to a very high standard including documentation and handover workshops to users
- Commitment to learning new technologies, and keeping abreast with mission critical Microsoft and associated technologies
- Working to a SLA, aiming to resolve incidents to a high standard in a timely and professional manner
- Providing excellent communication, updates and incident management on reported issues and requests
- Drive the technical execution and provide automation improvements to maintain customer and partner satisfaction during the Deployment phase
- Developing exceptionally strong and transparent working relationships with internal teams to deliver expected customer and business results
- Troubleshooting skills in connectivity and migrations
- Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud
- Administration of Microsoft Office 365 application, including creation, deletion and modification of users, calendars, and contacts
- 5-8 years of hands-on experience working on an IT help desk
- Microsoft Certified Solutions Associate: O365 certification highly desired but not required
- Strong background and certifications in enabling Microsoft Products and Technologies – to enable broad understanding of issues in a corporate environment
- Proven capabilities in leading the support team during a o365 during a migration and move to steady state for a large corporate client
- Proven experience driving business impact based on a deep understanding of customer and partner needs
- Service oriented mentality with a high sense of ownership of the problems and requests assigned
- Focused on managing and resolving issues in alignment with the SLAs
- An intelligent, analytical and pragmatic approach to problem solving
- Establishing and maintaining communication with client contacts to keep them updated
- Proactively escalating any issues that cannot be resolved within the established timeframes or expectations
- Excellent relationship building skills with clients and colleagues
- First class written and verbal communication skills
- The enthusiasm and ability to motivate and inspire others, and be an excellent team player
- Must have an aptitude and desire to learn new skills and acquire knowledge
- Flexibility and adaptability to changing business and project needs
14
Global Service Desk-support Analyst Resume Examples & Samples
- Assessment and resolution of interruptions or reductions of IT services
- Attendance at various meetings as needed
- Communication within different levels of a business
- Minimum of 2 years work experience in technical customer support area, preferably in a corporate environment
- Ability to do shift and weekend work
- Ability to make clear decisions and deal with stressful situations
15
Tech Service Desk Support Lead Resume Examples & Samples
- Primary escalation point for the frontline support team via chat, onsite, or ticketing system
- In collaboration with team members and IT leadership, implement great support processes, procedures, and documentation
- Deploy automated, self service capabilities with tools like Casper, CrashPlan and Jira
- Identify opportunities for business enablement through smart use of technology
- Order, receive, track, and issue hardware, software, and peripherals
- Develop and implement guidelines for the deployment and management of systems and software
- Mentor junior team members
- Manage, support, and provision business application in a cloud-based environment
- Write clear, concise documentation for team members in wiki tools (Confluence, Phabricator)
- Evaluate and recommend new software platforms and services
- Bachelor of Science in Computers or Business related field, or equivalent work experience
- A minimum of 3-5 years of Desktop Support and Engineering experience
- Extensive experience with Mac OS X system administration and applications: OS configuration, troubleshooting, and knowledge of applications including MS Office, iWork, Parallels, VMware Fusion, Apple Remote Desktop
- Strong knowledge of Windows PC troubleshooting and application support, including MS Office, Outlook, Google App Sync, Box Sync
- Experience with Google Apps for Business, including comprehensive knowledge of Mail, Calendar, Drive, Docs, and Groups (including Google Admin)
- Working knowledge of VoIP (Cisco, Shoretel, Dialpad) and V/C systems (Zoom, WebEx)
- Comfortable with managing and manipulating directory systems (AD, LDAP)
- Experience in supporting global users, applications, and endpoints with automated tools
- Experience supporting a 24x7 user population in a global company
- Experience supporting TCP/IP networks, LAN/WAN design and administration, wireless networking
- Experience in communication and collaboration technologies
16
Service Desk / Support Center Resume Examples & Samples
- Phone support taking around 50-100 calls per day
- Troubleshooting connectivity issues
- Active directory- password resets, managing user groups, etc
- Customer service skills, and ability to build strong relationships with end users
- Software support is a plus*
17
Healthcare It-clinical Service Desk Support Specialist Resume Examples & Samples
- In this position you will diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of clinical application issues reported via telephone. You will work closely with clinical application subject matter experts to resolve end user issues
- Provide exceptional customer service via service desk phone support with goal of first call resolution
- Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization and resolution of clinical application issues via telephone
- Work closely with clinical subject matter experts to resolve end user issues
- Responsible for partnering with technician to obtain results to complex technical issues
18
Service Desk Support Specialist Resume Examples & Samples
- Delivers a high quality customer focused service through maintaining availability of services to IT customers. Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies
- Follows company policy and procedure to continually improve the quality of customer service and technical serviced provided by the Desk-side personnel
- Performs analysis, design, and implementation of desktop solutions to fulfill business unit requirements
- Develops a customer driven culture through daily client interface
- Genius Apple Mac OSx Systems experience
- Fluent in the Spanish language
- Microsoft certified professional
19
Service Desk Support Resume Examples & Samples
- Assist callers on problems or questions they may have with any or all of the following
- Personal Computer (PC) hardware/software
- Locomotive Technology/Software
- Hosted & Distributed computer applications
- Password Security
- Basic Web technology, applications and related support
- Mobile Device system operation and support
- Bachelor Degree in Computer Science, Computer Engineering, MIS or related field
- Demonstrate a positive & professional demeanor with team and customers
- Problem-solving abilities
- Basic troubleshooting capability
- Good written communication skills
- Professional demeanor
- Background indicates stability
- Display teamwork and collegiality
- Display Positive work ethic
- Successful candidate must take (or have taken) and successfully pass the Berger Aptitude for Programming Test (BAPT)
- Candidates must take and qualify on an online IT assessment in order to receive further consideration for the position. Click here to view sample items for the IT Assessment. Within one hour after successful submission of your application, please watch for an email with an invitation and instructions to take the assessment
20
Service Desk Support Resume Examples & Samples
- Provide support to all employees and any third party consultants
- Manage tickets in the current service desk system and ensure timely resolution of issues or escalation to proper group for additional support
- Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement
- Provide escalated support for enterprise applications and network related issues
- Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures
- Assist in the delivery of training programs in collaboration with Application and Network Technologies
- Assist in the development of documentation, including appropriate policies and procedures for training and support programs
- Assist in the assessment, determination and documentation of customer requirements for services provided by Information Technology Support Services
- Provide remote telephone support
- Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures
- Undertake any other duties reasonably requested to meet business needs
- Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
- Works under direction to produce solutions in support of customer service level agreements
- Works proactively and uses own initiative to ensure business needs are met effectively
- Ensures all solutions adhere to applicable change control requirements
- Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
- Self-motivated, team oriented approach, able to work well with direction and independently
- Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems
- Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
- Carries out duties in compliance with established business policies
21
Service Desk Support Representative Resume Examples & Samples
- Training Management/Information System experience
- Military Aircrew or other Military Ops experience
- Exceptional customer interaction skills
- Must possess a Secret level security clearance
- Help Desk or Service Desk experience
- Zendesk Software Experience
- TIMS/GTIMS Experience
22
Service Desk Support Resume Examples & Samples
- Excellent phone manner and communication skills
- Ability to provide email support with MS Exchange, Outlook
- Ability to perform remote software installations
- Analytical skills to diagnose and resolve Operational, software and basic hardware problems
- Strong organisational skills to schedule and complete assigned tasks
23
Service Desk Support Lead Resume Examples & Samples
- 4+ years of IT experience
- Minimum of 2-3 years’ experience with escalations, process efficiency, and Tier 3
- Bachelor's Degree in Computer Science, or equivalent combination of education and experience
- Expert knowledge with Microsoft, MAC, Desktop/Laptops, networking, and A/V equipment
- Ability to multi-task, manage time and follow through with assignments
- A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters
- Audio/Video knowledge
- Prior experience setting-up, installing, cabling, and maintaining executive home offices including all networking equipment (Apple, Cisco, VoIP)
- Ability to work in a fast-paced, highly technical environment
- Demonstrable strong Customer Service experience
- Ability to be on site and on call
- Experience supporting mobile devices
- Ability to communicate effectively with executive team as well as others in Tech Services
- Ability to take initiative and work independently, as well as part of a team
24
New Technology Manager, Service Desk Support Resume Examples & Samples
- Service Provider Management and Governance
- Service Desk Operational Metrics
- Retail/Restaurant Experience
25
Service Desk Support Resume Examples & Samples
- Provides information to our national and international partners, suppliers and customers before, during and after the repair or calibration stage, such as: schedule dates, information on delivery time, shipping information, service prices etc
- Performing logistics work like processing incoming repair and calibration work into ERP system (booking in units) and packing / shipping instruments back to the end users
- Schedules and guides outsourced calibrations or repairs to third parties or OEM’s to ensure quick TAT
- Calculates and watches repair and calibration price quotations
- Invoices the customer, after checking the bill, for carried out activities or contracts
- Deals with customer complaints and reclamation’s with respect to service activities
- Keeps the service management system up to date with customer and agreement information
- Takes care of job scheduling in own labs
- Alert on possible sales or service leads. Seeks and exploits commercial opportunities
- Tries to establish a long-term relationship with our suppliers and customers
26
Level Service Desk Support Resume Examples & Samples
- 5+ years experience
- Citrix Support
- Server & Network Support experience
- HP & Lenovo experience
27
Service Desk Support Role Resume Examples & Samples
- Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures
- Provide management with information on problems that are severe in nature or that are exceeding target dates
- Working knowledge of Microsoft server, workstation and networking technologies
- Working knowledge of industry standards with regards to system and network administration
- School diploma / certificate and 3 years IT experience; or equivalent combination of education, training and experience
28
Service Desk Support Spec Resume Examples & Samples
- Pc & pc peripheral hardware
- Telephony hardware
- Application software
- Access management
- System software
- Internet networks
- Communicate verbally or written correspondence the status, progress, and resolution with the customer including end-user training and creation of tip sheets to assist users in proactive support, serving as a liaison between the customer and IS
- Manage the request and incident lifecycle, including closure and follow up with customer
- Minimum of 1-2 years of Technical customer support experience with proven leadership skills required, including the ability to work with users of all ability and knowledge levels
- Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access, and Outlook) required
- Must demonstrate ability to work independently
- Must demonstrate ability to mentor employees
- Must have above average productivity and quality history
- Requires flexible work hours to include leadership of staff on 1st, 2nd or 3rd shift and rotate on-call Support during weekends and holidays in support of a 24x7x365 work environment
29
Day Work Week-it Service Desk Support Agent Resume Examples & Samples
- Diagnose and troubleshoots end user desktop application issues and provides appropriate solution
- Provide support for PCs, laptops, printers, cell phones, and tablets etc
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
- Focus on providing exceptional customer service
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
30
Service Desk Support Internship Resume Examples & Samples
- Clients support for technical and functional issues on Trading and datafeed services running on Millennium IT platform. Millennium IT platform supports MTA, MOT, SEDEX, ETF PLUS, TAH, Eurotlx markets
- Clients support for technical and functional issues on Trading and datafeed services running on SOLA Platform. SOLA Platform supports Borsa Italiana derivatives markets: IDEM, IDEX, AGREX and London Stock Exchange derivatives markets: LSEDM and IRD
- Clients support for the new LSE Group datafeed platform
- Support clients for MIFID II requirement implementation
- Support clients for EMIR TRANSACTION REPORTING
- Master Degree in Economics or Computer Science or Management Engineer
- Fluency in both spoken and written English
- Strong Team working attitude
- Flexibility to cover shifts
31
Service Desk Support Analyst Resume Examples & Samples
- This role is to assist in the backlog of support and response times affecting business critical functions
- Support and shortening of long lead times for new and existing employees on all hardware and software requests
- Escalate and send out site notifications to all Masonite locations
- Experience as a service desk support analyst for at least 5- 10 years
- Experience with MS Active Directory
- Minimum of a 2-year College or Technical School in the computer field
- Microsoft Windows Desktop and Server Certifications a plus
- Any customer satisfaction certifications or experience is a plus
- Track record in customer satisfaction
- Experience with supporting at least 1000 plus users in a Service Desk role
- Fully knowledgeable in all Microsoft suite of business applications
- Ability to modify and repair all types of HP desktops and laptops
- Able to stay calm under stressful times when system outages and critical failures occur, and still be professional and customer supportive
- Able to switch shifts when needed
- Able to take and support after hours calls when assigned
- Experience with Motorola and Zebra preferred
32
Contract Service Desk Support Resume Examples & Samples
- 2+ years’ experience in a 1st/2nd line customer-facing support role within an IT organization
- Excellent verbal and written communication skills with both users and next-level IT support
- Excellent ability to manage time and tasks
- Knowledge and experience of supporting at least two of the following operating systems as well as troubleshooting from the GUI and basic command line/terminal usage
- Windows 7/8.1/10
- OS X
- Linux (CentOS and/or Ubuntu)
- Efficient research and critical thinking skills
- Advanced knowledge of PC, laptop, and peripheral hardware
- Office 365 administration knowledge
- ITIL awareness or Foundation certification
- Relevant IT/CS degree or qualifications and training
- Experience supporting users in an engineering environment (including relevant tools and technologies, such as EDA tools, filers, LSF, etc.)
- Partner and customer focus – Your tendency to put your partners and customers first in all that you do by understanding their needs and striving to achieve win-win solutions
- Creativity and innovation – Possessing a passion for driving continuous improvement through spotting opportunities and seeking the views of others
- Deliver on your promises – You demonstrate a can-do attitude and you drive to overcome obstacles, acting with a sense of urgency because you’re passionate about what you do
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Service Desk Support Specialist nd Shift Resume Examples & Samples
- Identify and analyze problems to determine resolution, providing hardware, software, network, facility and security resolutions to the customer, coordinating third level support when necessary
- Process Information Security access Requests
- Serve as a mentor to new support staff, conducting training of departmental processes, tasks, and tools as needed
- Maintain and develop required technical skills to keep abreast of the rapid developments in the IT marketplace and establish career opportunities within the company, and additional knowledge to perform the following functions
- Working knowledge of Windows Operating Systems required
- Strong PC/Hardware maintenance and repair skills required with Microsoft certifications preferred
- Working knowledge of Windows Systems Management Server Console/Active Directory, Exchange, and other server hosted applications required
- Must have strong problem solving and analytical skills
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Service Desk Support Resume Examples & Samples
- 24x7 operations (Candidates earlier worked in technical contact/call centers in a voice support process must)
- Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
- Basic Customer service skills
- Basic understanding of Computers and Trouble shooting skills required
- Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution
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Service Desk Support Specialist Tue-sat Resume Examples & Samples
- Provide first and second level analysis and technical support for all customers of BCBST and subsidiary companies information systems including BCBST and subsidiary company Employees, Providers, Members, Group Administrators and Vendors
- Provide user support for all business lines and related application software, system software, pc hardware, telephony hardware, server hardware, internet network, storage network, WAN network, facility power & wiring, and security access management
- Server hardware
- Storage networks
- Facility power & wiring
- WAN networks
- Respond to, record and track all interactions, incidents and requests reported via telephone, electronic mail, web-generated inquiries or in-person, into the incident management system
- Creation and user permission setting for Exchange fax mailboxes as requested by management
- Provide administrative support for corporate teleconference bridge and web conference tool
- Exceptional written and verbal communication skills required
- Must be detail oriented with strong organizational skills and ability to consistently follow department and corporate policies and procedures
- Must be able to work in a highly stressful environment and be able to defuse agitated situations while remaining calm and professional
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Service Desk Support Specialist Resume Examples & Samples
- Administers IT provided user resources
- Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines
- Logs all work performed for end-users in call tracking systems
- Follows all IT standard processes and procedures along with monitoring Cymers vendor license compliance
- Works with Helpdesk and Network Operations staff as appropriate to determine and resolve problems received from users
- Troubleshoots and fixes the hardware, software, and network computer problems that occur
- Ensures customer satisfaction by responding to Service Requests in a timely, accurate, and professional manner
- Follows up with customers with call or service request status when status changes (e.g. will be delayed)
- Logs all customer requests and updates calls utilizing the designated call handling and tracking system
- Initiates escalation as deemed appropriate to ensure management awareness of severe problems or calls that are exceeding documented target resolution times
- Provides Helpdesk hardware and software support as needed
- Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident
- Provides general knowledge of all Customer standard products as defined per engagement
- Provides general knowledge of all non-standard but commonly used products
- Bachelor’s Degree in Computer Science, Business Administration or equivalent a plus
- Minimum of one (1) year experience in similar role working experience in a technical support/helpdesk, high profile customer service environment
- Minimum 1 year experience in a customer facing support role
- Experience in the use and support of Disk imaging, remote access and knowledge of phone system support is required
- Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software
- IT related certifications desirable
- Ability to translate, statistically analyze data, and effectively report problems through written and/or graphical formats
- Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems
- Self-motivated team player with excellent interpersonal and communications skills
- Able to effectively interface with customers, vendors, and Network Services
- Experience with Microsoft Office Suite and Microsoft Windows 7, 10
- While performing the duties of this job, the employee routinely is required to sit; walk; talk; hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, reach, and stretch
- The employee may occasionally lift and/or move up to 50 pounds
- May require travel dependent on business needs
- The environment generally is moderate in temperature and noise level
- Must be able to read and interpret data, information, and documents
- Can observe and respond to people and situations and interact with others encountered in the course of work
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Service Desk Support Analyst Resume Examples & Samples
- Achieve team SLA obligations
- Achieve satisfactory levels in customer questionnaires and surveys
- Personal development
- Comply with CCH Internal policies and procedures
- Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
- Provide single point of contact for end users support using all contact mediums
- Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
- Establish a quality working relationship with our end users
- Develop and maintain communication skills appropriate to the environment
- Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
- Deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population
- Minimum of 1 years of relevant technical experience
- Experience with Microsoft Windows, 7, 8, Active Directory and Microsoft’s Office suites
- Administrative experience with Microsoft Exchange 2010
- Experience with network switches and wiring
- Knowledge of LAN/WAN technologies and protocols
- Associates degree in Computer Information Systems or equivalent experience
- Microsoft Certified System Engineer (MSCE) a plus
- Ability to relate to all levels of management
- Ability to work under pressure, stress tolerance
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Service Desk Support Resume Examples & Samples
- Diagnose, determine solutions, and help callers restore system operations. Install pre-approved software remotely for Bank Employees
- Take calls from GBCI employees who are experiencing system problems. Provide timely resolution of assigned incidents and requests. Escalate incidents through Incident Management Team
- Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date
- Minimum of 3 years of customer service experience is required
- Previous experience in an IT Related field preferred
- Previous experience using call tracking management software to track and manage calls desired
- Associates Degree in an IT related field desired
- HDI Desktop Support certification or ability to receive within 3 months of start date
- Demonstrated technical competence with PC software such as Windows OS and/or Microsoft Office Suites, Citrix End-user environment, or equivalent industry standard
- Ability to comprehend and retain technical information
- Good organizational skills; ability to juggle multiple concurrent requests
- Proven problem solving and analytical abilities required
- Ability to clearly translate technical issues in simple non-technical terms
- Ability to display a positive customer centric attitude
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Service Desk Support Analyst Resume Examples & Samples
- Provide excellent customer service by ensuring that support services are delivered to meet business partner needs and expectations
- Adhere to and promote Service Desk policies and procedures
- Work with business partners to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system
- Resolve tickets as capable and where resolution is not possible assign ticket to the appropriate team
- Perform ticketing system queue management
- Perform desktop and laptop system setup for on-boards and refreshes
- Perform data transfer and inventory management tasks for off-boards
- Perform moves, adds and changes
- Maintain accurate asset records
- Notify users as requested by the resolving area and close call tickets when resolution is confirmed with IT support team
- Provides support for meetings (audio/video)
- Maintain knowledge of Support procedures, business area processes, desktop applications and tools through established knowledge management tools
- Able to remain cool and controlled in a crisis and when under pressure, especially when dealing with frustrated business partners
- Able to use own initiative to improve the quality of the service provided and the working environment for the team
- Able to assess and document the information given accurately and completely, interpreting user /IT terminology as required
- Provides common structured communication to business partners, management and other IT team members as related to incident management
- Work with project teams to ensure the smooth transition and rollout of new services and products to our business partners
- Perform asset management tasks to ensure accurate inventory
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IT / Service Desk Support Resume Examples & Samples
- Troubleshoot end-user computer problems and provide technical support over the phone and in person
- Establish positive working relationships with office personnel and cultivate an environment of exceptional customer service. Additional duties
- Document ALL user issues, symptoms and relevant information related to troubleshooting effort and resolution of issue in incident tracking system. Conduct research as appropriate and provide accurate and timely solutions
- Effectively document and escalate any incidents for which resolution is not possible and follow-up with Level 3 technology services staff to ensure timely resolution on behalf of end-user
- Maintain computer asset inventory
- Prepare hardware for deployment to end-users by imaging the PC, configuring the device and installing additional software as necessary
- Acquire and maintain a highly competent knowledge of relevant products, current support policies and methods of support delivery
- Participate in the growth and development of a central knowledgebase by authoring reusable incident solutions and technical articles on a frequent basis
- Consistently adhere to all business and safety procedure guidelines
- Take direction from supervisor or site manager
- Answer, evaluate, prioritize and record all inbound telephone, voice mail, email, and in-person requests from firm and client users experiencing hardware, software, networking, and other computer-related technologies, utilizing Remote Proxy software and prioritizing issues as needed
- Represent the Technology Services Department in the best light possible through continuous improvement of active listening skills to understand and discern the fullest context of the needs of our customers
- Document user issues, symptoms, and relevant information related to troubleshooting effort and resolution of issue into incident tracking system
- Handle problem research and resolution for routine end-user issues; escalate more complex issues to Tier 3 for timely resolution
- Prepare hardware for deployment to end-users by imaging PC’s, configuring device, and installing additional software, maintaining image versioning
- Acquire and maintain a high level of knowledge of relevant products, current support policies, and methods of support delivery
- Participate in the growth and development of a central knowledge base by authorizing reusable incident solutions and technical articles on a frequent basis
- Participate in shift rotation and after-hours on-call responsibility
- Recommend or perform actions to correct problems based on hardware and application knowledge
- Research, document and provide competent, accurate solutions to user problems on a timely basis
- Document and escalate all incidents for which a timely resolution is not possible and follow-up with Level 3 TSD staff to ensure resolution on behalf of end-user
- Perform work on other projects and tasks in the project management system
- Take on other duties and responsibilities presented by a changing technology environment
- Previous IT/Service desk support experience
- Computer asset inventory
- Minimum of 3 months customer service related experience preferred
- Experience with legal industry a plus
- Able to effectively communicate both verbally and written
- Able to effectively work individually or in a team environment
- Handle multiple projects simultaneously
- While performing these duties, the employee is frequently required to sit; use hands to manipulate or handle small items like bolts, nuts and screws
- Occasionally required to walk; reach with hands and arms, and stoop, kneel, crouch or crawl
- Must occasionally lift and/or move up to 50lbs
- Ability to travel occasionally is necessary in this position
- Ability to periodically carry after-hours pager is necessary in this position
- Willingness and availability to work beyond scheduled hours
- Have an Associate’s degree in a relevant field or equivalent, or 1-3 years of relevant past experience; or equivalent combination of education and experience
- Strong customer service skills and a high customer service ethic. S/he will demonstrate sound problem-solving, prioritization, and listening skills, and will be able to communicate with both unskilled and highly skilled PC users
- Skilled at written and verbal communication, have the ability to effectively interact with all levels within the Firm
- Able to handle multiple, competing, and changing priorities
- Must exhibit proficiency with the following applications and devices: Microsoft Windows 7 and above, Microsoft Word, Excel and PowerPoint, and Outlook (including calendaring, contacts, PST files, rules wizard and delegate rights), Adobe, telecom devices, Citrix, VPN, Network printers, desktops and laptops
- Prefer experience and proficiency with legal applications and devices such as: iManage or other document management system; Litera, Legal Mac Pac or other legal macro package software; Interaction, Microsoft CRM or other shared contact system; and DocsCorp compareDocs or other document comparison software
- High school diploma or equivalent (GED) required
- You will be required to submit to pre-employment checks as a condition of employment, to the maximum extent permitted by applicable law. You will have to sign necessary consents to submit to the pre-employment checks
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IT Service Desk Support Analyst Resume Examples & Samples
- Provision of a first and second line support facility for all users in terms of incidents, service requests, changes, developments, location maintenance and system administration
- Maintain performance and availability to agreed Service Levels
- Ensure the timely resolution of incidents and problems as prioritised in agreed Service Levels
- Co-ordinate workflow to ensure service delivery and deadlines are met in line with the contract and to ensure excellence in performance is met
- Ensure documentation is current and up to date
- Ensure users are kept informed of progress at key stages within their request
- Ensure that systems remain supportable, expandable, fit for purpose, and capable of delivering ongoing business value and benefit
- To formulate statistics from help desk system to provide management information on calls logged, closure of calls, 3rd party maintenance, Service Level Agreements (SLA’s), performance and downtime and any other category specified
- Plan, manage and maintain all IT assets to ensure the accuracy and consistency of the CMDB
- Provide assistance and technical knowledge to aid the implementation of projects
- Keep abreast of new developments, undertake relevant product training and certification in specialism and share the knowledge with other staff
- Customer service skills and call handling
- Knowledge and understanding of working to Service Level Agreements
- Knowledge of Windows desktop operating systems (XP/Win7)
- Knowledge of Microsoft Office products (Word/Excel/PowerPoint/Access etc.)
- Hold a full driving licence as travel to other locations will be required
- Has a working knowledge of ITIL
- Has a working knowledge of applications and products from a Policing environment
- Installation of software packages via a variety of tools eg. LANDesk / Active Directory, Active Directory Security and Distribution Groups, Organisation Units and Group Policy
- Knowledge of IT Infrastructure and PC Interface problemsPeople who applied for this job also applied for
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Gtims Service Desk Support Representative Resume Examples & Samples
- GTIMS or JPATS/TIMS experience
- Worked as either Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, Client or similar Service e.g. Marines, Army, Navy
- Good Customer Interaction Skills
- Zendesk software
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Service Desk Support Resume Examples & Samples
- Considerable experience in providing telephonic and remote support as well for systems, applications, and hardware for back office software systems, operating systems and desktop hardware
- Proven experience in assigning support tickets to second and third tier support teams or escalate as appropriate with provided documented actions within ticketing system
- Self-motivated, including taking ownership of open tickets and ensuring incidents are fully resolved or re-assigned to next level
- Prior experience in an enterprise level help desk environment, desired
- Strong ability to problem solving
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IS Service Desk Support Third Shift Resume Examples & Samples
- Knows, understands, incorporates and demonstrates the mission, vision and values of Trinity Health in leadership behaviors, practices and decisions
- Addresses all customer contacts (e.g. phone, email, self-serve, voicemail and on-line access) promptly and efficiently within a specific timeframe in order to provide a defined level of service and availability to the customer. Provides initial support or escalates calls to appropriate system support teams
- Assists majority of customers in resolving their issue during first contact, may request assistance from Senior IS Service Desk Support. Resolves problems for various computer applications, resets passwords, activates print queues, resets printers/terminals and provides user education on all TIS supported systems and telecommunications
- Utilizes available resources as obtained through training to assist in troubleshooting issues in a call center environment. Documents issues in the call tracking system utilizing clear and concise problem descriptions
- Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior
- Minimum of one (1) year customer service experience or demonstrated ability is required
- At least two (2) years of experience providing basic support and understanding of IS systems, PC and/or Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications is preferred. An understanding of the interactions between system components is also desired
- Must be proficient in the use of computers in order to provide initial system telephone support service. Experience in utilizing a call-tracking tool is desired
- Mental activity consists of frequent detailed task performance, subjected to interruptions and changing work priorities
- Auditory and verbal activities necessitate the use of hearing and speech
- Visual activity requires ability to look at a computer screen for long periods of time
- Sensory activity involves fine motor skills and manual dexterity required for operation of keyboard, mouse, telephone and printers
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IT Systems Service Desk Support Resume Examples & Samples
- Experience to independently research, plan, test, document, and resolve incidents and problems for web-based and client server application services
- Experience troubleshooting complex online systems and working with multiple team members to resolve identified issues
- Experience providing first-tier customer support for supported software, hardware and web applications
- Experience supporting Windows and Mac OS operating systems, wired and wireless networks
- Experience using various software programs (word processing, spreadsheets, email, calendars, project planning, and presentation software) to accomplish assignments
- Experience using issue tracking applications
- Experience establishing goals and identifying priorities when working with multiple product owners with competing demands, in a fast-paced environment
- Experience in customer service practices and application of customer service skills to exercise tact, diplomacy and professionalism to translate client needs and problems into effective solutions
- Experience facilitating and coordinating meetings, including scheduling, set up, take down, working with various department staff and tracking action items
- Demonstrated strong oral, written and interpersonal communication skills to effectively interact with all levels of faculty and staff on a system wide level to both technical and nontechnical audiences
- Writing, editing, and proofreading skills to produce correspondence and other written materials that reflect high standards and professionalism
- Bachelor's degree in Communications, Computer Science or equivalent combination of education and work experience
- Experience working in an Information Technology environment
- Experience working in a project focused environment, working on projects of various sizes, and delivering objects on time, within budget, and with a high degree of quality
- Skills to determine the effects of program modifications on highly integrated systems
- Skills to absorb complex technical and conceptual information, identify key issues and details, and present understandable alternatives to both technical and nontechnical individuals at all organizational levels and to a wide variety of audiences (including the highest levels of management)
- Experience maintaining confidentiality and exercising judgment and diplomacy in dealing with sensitive data
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Service Desk Support Analyst Resume Examples & Samples
- Configure, deploy, and train on standard end user stand-alone and network connected systems to end user’s satisfaction
- Support the development, testing, and configuration of new end user technologies
- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
- Works with members of the business solutions and network infrastructure teams within IT on issues and projects as needed
- Provides accurate documentation of work performed using problem management and other work management systems and tools used within the IT division
- Provides after hours and on-call support as required
- Maintains and protects confidentiality with regard to all aspects of IT solutions and information
- Ability to travel to remote facilities for IT support needs
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IS Service Desk Support Resume Examples & Samples
- Demonstrates an ability to understand the customer’s needs through developed listening and trouble shooting skills. Conveys information in a positive, effective and clear manner in individual and group conversations
- Understands and follows defined departmental policies, procedures and processes in a team environment
- May be responsible for and familiar with provisioning and user account maintenance. Interfaces with users and appropriate personnel providing log-in ID, access, connectivity and emergency removal to applications and systems
- Associate’s degree in Computer Science or Information Systems or vocational training and certification in computers or an equivalent combination of education and experience is preferred
- Basic knowledge of the call center environment and the importance of time management skills desired
- Well-developed typing/keyboard skills required (40 WPM)
- Working knowledge of active directory, e-directory or i -Manager
- Must be comfortable operating in collaborative, shared leadership environments
- Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health
- Must be able to adapt to frequently changing work priorities
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Service Desk Support Resume Examples & Samples
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop services
- Ensure network connectivity to the desktop, printers, copiers and scanners
- Respond to requests for technical assistance in person, via phone, electronically or remotely
- Demonstrates exceptional customer service and interacts effectively with users
- Provide technical support involving desktop, laptop, hand held devices, network hardware or network services
- Knowledge of Windows technologies, support and process lifecycles in enterprise systems
- Basic Understanding of TCP/IP desktop configurations
- Deploy, configure, and troubleshoot standard and proprietary supported applications
- Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate and update customers
- Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
- Provide technical support for meetings by responding to meeting requests and providing audio/visual support during meetings and conferences including audio recording, broadcasting, camera operation, bridge lines, projectors, etc
- Track and update the movement of all IT assets (laptops, desktops, printers, software licenses, etc.)
- Re-image desktops and laptops, as needed, and deploy new equipment to end users
- Work with cross-functional team members to assess and resolve end user Desktop issues
- Special Projects as assigned
- Bachelor's Degree in Computer Science, Information Engineering or other related area
- Minimum 2 years working in a Service Desk environment
- Ability to prioritize and performs a variety of concurrent tasks
- Strong customer service skills and attention to detail
- Basic knowledge of deployment, configuration and troubleshooting of workstation hardware and software
- ITIL knowledge preferred
